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Support Technician | Technician in Job Job at Apex Digital Solutions in Southfield MI | 5007376902

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Support Technician

Location:
Southfield, MI
Description:

Apex Digital Solutions is a leading Microsoft managed partner in Michigan. Our purpose is to empower people and organizations to make a positive difference in the lives of others. We carry out our purpose by using Microsoft's cloud technologies to deliver solutions for our customers as an IT Managed Services Provider (MSP) and Systems Integrator (SI). We've won multiple awards, including: 2018 Crain's Cool Places to Work, 2015 Microsoft Compete Partner of the Year – U.S. Central, 2014 Microsoft Cloud Partner of the Year – Heartland, 2013 Microsoft Cloud Partner of the Year – U.S. Central and were on the 2015 mile 50 Companies to Watch. Not only are we a Microsoft Gold award winning partner, we also actively engage in community outreach. We've partnered with local charities and non-profits for numerous projects and encourage our employees to step up and take-action in volunteer work. By empowering people and organizations through transformative experiences and solutions we hope to make our communities more secure, productive and engaged. Position summary Apex is seeking a Support Technician to join our service team in Southfield, Michigan. The Support Technician works directly with our clients to troubleshoot and resolve their service incidents in a timely manner. An excellent fit would be an individual that is a quick learner, adaptable and a team player who is willing to jump right in and assist the service team in resolving technical support issues. These issues include but are not limited to Office 365 troubleshooting, workstation hardware and software support, as well as supporting printers, servers, and networks. Essential Duties and Responsibilities: Treat Everyone as your customer by providing customer support within their Service Level Agreements (SLA) and exceeding their expectations. Manage Expectations by providing consistent communication though out the life-cycle of the service request. Embracing smart opportunity by documenting all work into ConnectWise Manage system and entering real-time time entries. Bring clarity across the board by validating and verifying daily audits on the remote monitoring and management system alerts and notifications. Step up, take-action and finish by creating client documentation to provide efficiency and quicker resolution times in the future. Assist the Technical Support coordinator to ensure requests are routed to the proper resource so request can be resolved quickly and efficiently including escalation of requests that require higher level engineer support Onboard and Offboard clients, making sure licensing, workstations, client access and permissions are provisioned or decommissioned properly Provide training as needed to clients on current technology Travel to client sites will be required Provide after-hours/weekend Emergency On-Call client support on a rotating schedule Skills/Requirements: Knowledge of core software products support including Windows Operating systems - Windows 10, Windows eight and Windows 7 Windows Servers - Windows Server 2016, 2012, 2008 Microsoft office suite - 2016, 2013 and 2010 Active Directory Exchange Office 365 - Admin Center Virtualization environments Wireless technology ​General office hardware including various multi-function printer/scanners Internet-enabled smartphones (iPhone, Android-based phones, Windows Mobile phones) Fostering Teamwork - As a team player, the ability and desire to work cooperatively with others on the team Customer Orientation - The ability to demonstrate concern for satisfying one's external and or internal customers Attention to Communication - The ability to ensure that details is passed to others who should be kept informed Technical Ability - The ability to demonstrate depth of knowledge and skill in a technical area The ability to handle multiple customer support inquiries while never losing focus of each customer's satisfaction Self-motivated with the ability to work in a fast-moving environment Advanced understanding of operating systems, business applications, printing systems, and network systems Understanding of support tools, techniques, and how technology is used to provide IT services Current expertise of ConnectWise Manage and ConnectWise Automate is a plus 3-four year of technical customer support background or equivalent. Work conditions Professional office environments Hour of Operation are 8:00 a.m. to 5:00 p.m. Ability to travel to client sites is required Ability to work after hours based on ticket volume is occasionally required Assist with emergency coverage for the team or specific assigned areas of responsibility
Company:
Apex Digital Solutions
Posted:
August 21 2018 on The Resumator
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